| 10. |
Customer Satisfaction in Libraries
(October 2004) |
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The impact of what a library does is closely linked to user experiences and measures of that impact are increasingly being sought. In recent years, user satisfaction has become an important indicator of the library’s impact, with an increasing number of libraries, both public and academic, conducting user satisfaction surveys and even publicising the results. This topical brief will first provide some definitions of customer / user satisfaction in libraries, followed by a look at how some libraries employ service standards to manage user expectations. The evaluation of how various libraries perform in meeting user expectations is then covered in the section on customer satisfaction surveys, followed by recommendations for libraries to consider implementing. |
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| 11. |
Developments in Library and Information Studies Education
(September 2004) |
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This topical brief looks at the development of library and information studies education over the years. It will examine the change in emphasis in the library and information studies education curriculum. Singapore’s library science education for librarians will be used as a case study to show how a Southeast Asian country is dealing with the current demands of a library. |
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| 12. |
Public Library Services for Children (Part 2)
(August 2004) |
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This second installment on “Public Library Services for Children” continues from Part 1, which was published last month. It will first describe two methods that can be used to measure and evaluate children’s library services. This is followed by a list of library associations and organisations that conduct research on children’s library services. Examples of libraries with good children’s collections and services are then highlighted. |
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